written by SethTrevino on 02/03/2024
Booked a delivery of washing machine and removal of old one Van arrived and claimed there wasn't anywhere to park !! I am disabled and installers were disinterested despite several phone calls to tell them where to park. They proceeded to drive off Customer services were initially unhelpful
written by ohashy on 05/12/2023
My experience was pure parody. Installation guys refusing to install, faulty appliance having to be swapped, damage to my walls pulling it in and out, bizarre complaints procedure where customer advisors phone me every day at 9am to say the same thing. Argos forever from now on!
written by 393Barr on 06/09/2023
Their price matching is a joke. I had the product (Samsung Family Hub RF65A977FSR) in my basket when they raised the price from 3,379 GBP to 4,479 GBP this morning. I asked them about selling it at the price from 2 hours ago and provided several websites still selling the product for 2,999 GBP. Stores like Samsung and Currys, among many others in the UK. However, they refused to match the price, even though their website promises that they will.
written by Harrykot on 08/07/2023
Don’t buy from this company!! They will bully you when things go wrong?!! I had a freezer delivered by AO. They sent a technician who didn’t know how to fit an integrated freezer. Ultimately they were rude disrespectful towards my family and could not fit a simple integrated freezer . Eventually they damaged my property and reluctantly accepted legal liability. They are now refusing to meet costs of the repairs, an estimate provided by an independent trader, which they had requested initially. They are treating me like a beggar and are only prepared to pay half of the costs. AO uk has become a bully and are now telling me that they will not pay for the repairs unless i accept their half offer. They want me to contact Retail RDR who are funded by AO and are corrupt… just look at their reviews as they only side up with their paymaster!!dr
written by Awino on 16/04/2023
Very dissatisfied with service today. I placed an order 2 weeks ago for their collection and take away service including disconnection service for my range cooker which I had bought from them few years ago . I received confirmation and delivery was planned for 16th April today. Driver called today to check that it’s definitely a range cooker. He arrived and suddenly he was not qualified to disconnect my cooker and AO should have sent the right person . I asked him how is this possible and his response was “sometimes this things happen “. He asked customer service to call me and when they did was told that I needed to have paid for premium service. I asked if I could pay extra then whatever the difference was to have my service. The woman on the phone put me on hold while she consult with her manager. She came back 2minutes later and said they don’t offer the service. I was shocked and in disbelief as my new cooker is arriving tomorrow. Suddenly they don’t offer the service but somehow I was able to pay and book this service two weeks ago with confirmation from them. I then requested for my refund as it’s clear they are not willing to offer me a service. They quickly processed the refund but cowardly sent an email stating I have cancelled the service. What a load of rubbish. They can’t even be honest about the fact that they have no service to offer me. Will definitely spread the news of my experience and will not use AO again nor will I recommend them .
written by Kalebl52 on 14/04/2023
As a former employee, I have seen the ins and outs, AO DO NOT look after their staff, in fact they do not care, they will fine toy for everything they can. I once had to rush my pregnant partner to hospital and couldn't make it to work, I was FINED £200 For what they call a blowout fee. I then requested time off for a midwife appointment 2 weeks away, they denied it and I was then fined £300 for another blowout fee. I have now left and was waiting for my deposit back they make you pay for lifting Aids such as lifting straps and sack truck. After they was returned they found excuses to withhold my money and now have told me I owe them in ridiculous fines, ( my van broke down and had to be recovered, they are making me pay the recovery fee). Stay clear of AO at all costs. They only give work to there top workers and would rather cancel routes to punish other members with no work which then inturn leaves customers without there products. Stay clear of them at all costs.
written by Coljdoyle on 09/03/2023
AO & Beko - what a fail and how to make a bad situation worse What a fail and terrible customer experience - paid for three items - washing machine, dryer and dishwasher - delivery and installation. Then received multiple sales calls disguised as delivery checks trying to sell me break down Insurance - once is enough surley, the premiums suggest it could be the next PPI scandal. Then the delivery van arrived and had to block my neighbours access as it could not be left on the road as the keys to lock it would not work. Anyway the installation guys noticed a fault with the washing machine, they actually showed me, then left saying they think it was now ok, at this point taking my old but still working washing machine with them. So I tried it, ran one cycle and it failed to work, after this I tried again, it just makes a noise and says ERR on the display, more worryingly when switched on it won't actually switch off - that's right - when I turn it to the off position the machine light and pump noise continue. AO initially said they would replace straight away as it is the day of delivery and not acceptable, then later in the day they changed the story saying the customer service rep should not have told me that and I have now used the washing machine, so they need to send an engineer from Beko to confirm its a fault. I have told them I do not want this and just want to return the item but today they have gone ahead and booked an engineer to arrive in 4 days despite me telling them I do not want this and do not want this faulty product in my house. and despite this video I sent to them ,.... just search youtube Does it really need an engineer to establish their is a fundamental issue and safety problem with this product. The Beko engineer is booked without my consent to arrive in 6 days since the delivery date, so who knows how long I will be without a washing machine for. Again - the machine obviously has a big issue, do AO really need an engineer to verify this? Funnily AO also got me to turn it off for two hours and check the filter wasn't blocked - on a brand new machine - really?!? The only other option AO have given me is to return the product as a used item, as though I had changed my mind, for this I would need to pay for collection and they would also retain a percentage of the costs on the basis I have used the item and changed mu mind - what an amazing thing to tell me. BE CAREFUL PEOPLE - AO are not what they appear, absolutely terrible experience.
written by JamesODriscoll on 30/11/2022
Bought a MacBook and then returned it. It took 3 months to collect it and when it was finally collected they claimed it was the wrong Macbook. When I asked them to return it they said it was thrown away. When i complained they told me to call the Police. I opened a small claims so hopefully will get my money back.
written by Kevinharrisao on 05/09/2022
Bought from ao 10 years ago. Fantastic. Recently Bought 1500 TV from them.. Not Woking properly and so contacted manufacturer tech support for help. After 3 weeks decided to return to ao as unresolved under 100 day guarantee. It's not a 100 day guarantee at all.. They just pass you to the manufacturer to sort despite that your contract is with them. Manufacturer tell you they can't authorise uplift just recommend return, ao say they wont accept return without uplift number. 30mins wait for customer service each time if you can even find a phone number. I'm writing off the 1500 after 3 weeks as cant bear any more. Amazon is the only way to go... 30 day no quibble guarantee. Turns out aos 100 day guarantee is to give you back hf your money if you've changed your mind in 100 days. Do Not Buy AO unless you are happy to have next to no rights
written by Pippa999 on 19/08/2022
If I could give no stars I would. I ordered a fridge, detailed that I live on the top floor with 3 flights of stairs (wide and large landings). I wait in for delivery and I get a phone call saying they're not going to deliver because my stairs are a health and safety issue (!) I said that no one has tried to deliver! I look out and there is a white van - so I go down and the passenger man is holding his stomach saying he feels ill and can't work, maybe tomorrow. The driver then says that I have too many stairs and that is the line they hold in all the subsequent phone calls to their management who say they "can't force them" if they "don't want to" deliver (!) Incredible. I had a plumber here who was happy to take over the second man's position, but they refused to allow us to do that either. They even refused to let me and the plumber use their sack barrow to take the fridge up, and the manager was very jovial telling me that they can't make their staff do things. Awful experience - I will never purchase from AO again - wasted time and food that will now have to be thrown away. Disgusting company - lies compounding appalling delivery and customer service. They would not undertake to send a competent delivery person this afternoon, or the next morning - the most CAN'T DO attitude of any company I have ever had the misfortune of ordering from - never again.
written by Andrea206 on 21/04/2022
Ordered a tassimo my way coffee machine , machine was unusable.i contacted ao about it but still have not heard anything back from them 2 months later even after multiple calls and emails. I would warn anyone who is thinking of using this con-man company to think twice and pay a bit more and buy from a reputable company. I am literally stuck with a big lump of junk that's useless.
written by FITZER1000 on 07/04/2022
Bought an oven because it had wifi and pyrolytic cleaning. Couple of months later, cannot get it to connect to wifi, seems like a flaw with app. After several emails with manufacturer which they would fail to reply to, hours on phone, multiple broken promises, finally get an engineer out who confirms he doesn't know why problem happens so he will fit a part and come back. I was to get a text later that day. 2 weeks later, still no text. Manufacturer says can't get part so authorises replacement oven. Now AO say, oven no longer in stock so pick another at same price or get refund. Go right through ovens in stock, nothing even close in price with same features. AO advise that they will uplift and fefund but I have to pay for disconnection! I already paid for installation! They seem to think this is fair that I be out of pocket because the product they sold was faulty. So won't consider them again, nice letter to Trading Standards.
written by LesEbb on 14/02/2022
I ordered this Sony KD43X89JU TV this morning, A couple of hours later I received a call from A.O. confirming delivery and to inform me that due to the size of the TV and the amount of electronics inside, that a sound bar would be needed as the TV speakers were too small. "So i'll just add that to the account shall I" were the words of the arrogant A.O. staff. When I said I didn't want it he was amazed, asking why on earth I didn't want to enhance the sound from my new TV for a mere £89. After we eventually got passed that I endured approximately 5 minutes of him talking about insurance and when he finished I only just caught him saying that he'd set it up and I wouldn't have to pay the first month. When questioned, he was basically just putting me on their insurance. To be honest, I was used to 1990's hard sells, but this was just dishonest. I have since cancelled my order and recommend you don't touch A.O. with a barge pole.
written by AmyClancy166 on 28/01/2022
So were meant to deliver my built in oven hob and built in oven today as well as fit them. Have been sat in moving room since 8. 30am this morning with two other people..... The delivery driver did not turn up.... Nor was any delivery driver seen on the extensive cctv covering the deadend cul de. Sac live in.... At the very time.. You claim your deluvery driver came here and left.... My care was feeding me in my living room... Am disabled and elderly person..... Yet we saw nothing.... Nor did we hear anything they is only one entrance to enter and exit the court no other way in or out yet you say your delivery drivers has pictures to prove this cctv facing entrance which my carer offered to send you copies of which you declined as well as my carer from care. Agencey called you repeatly this morning my carer was feeding me which takes a while in my living room which faces court entrance.... We saw nothing... My buzzer works fine workman who have been working in court saw nothing. Am elderly disabled person but have nothing wrong with my eyes nor does my carer have any eye trouble yet you disregard my carers stating the fact with cctv evidence which is controlled by radio signals clearly showing time and dates and no driver or lorry yet now you are penaliseing me and have to wait until next week because your driver wanted to get home weekly... And was running late so could not fit me in worst company ever rubbish they are never again would not even give ao 1 star but this website does not allow 0 stars.... As so are rubbish.
written by Scemobrutto on 26/01/2022
I ordered online, checked availability and delivery time, paid for the item and had everything confirmed. The next day I was told the item was not in stock and could they fob me off with something else. I asked for a refund and was told it would take up to five days to be completed. what kind of business practice is that? Oh, hold on, maybe AO.com is run by one of Boris Johnson's chums? That would explain the presumptuous arrogance then :)) Silly me. I advise you to shop elsewhere.
written by on 23/01/2022
I have AO Care insurance for my cooker and had booked an engineer to visit through the AO Care website which was fairly straight forward. However, a few days later, I needed to change the day of the appointment. I tried to do it online and I was met with an error message telling me to phone the customer service centre. The 1st time I phoned the number, I was cut off after a few minutes. The 2nd time, I was put through to an advisor who questioned if the damage had actually been accidental (I wasn't interrogated like this when I booked online) and was very abrupt in nature. She then transferred me to the wrong manufacturers customer care centre! Very frustrating process for a simple change of appointment. I won't be renewing my policy this year!
written by Puckettbv327 on 06/01/2022
if delivery by DPD I suggest you shop elsewhere. Despite AO's customer services trying to help, their management, by using DPD are getting the rating they deserve. If I could give a negative star rating I would.
written by Charlie129 on 13/12/2021
They cancel the delivery 3 times last minute because driver couldn’t park in central London. Last try was on a sunday with no parking restrictions but still they couldn’t manage. No call or anything they just leave and don’t say a word. Absolutely terrible service. Please do not buy anything from this company. I promise you will regret it.
written by PBerry81 on 17/11/2021
After first ordering a TV through there ebay shop, TV went wrong in 6 weeks, Wouldn't turn on had to wait a month for them to sort it out and finally had a new one delivered. Next TV just a few weeks after warranty runs out TV wont light up, after AO saying they would help, all they done was offer £50 off a new TV from there website. Dont believe any TV worth £350 should fail just after 2 years. Wont be shopping with them ever again, customer service useless, spent more on phone calls then the voucher off they wanted to give. Joke company Stay away
written by MC9999 on 27/10/2021
I had appalling service from AO.com. I ordered an electric cooker to replace a gas cooker. It was for my mother who lives in a 3rd floor flat without a lift in London. The reason I went with AO is because they clearly state that they can replace a gas cooker with an electric one when you order. I even called up after ordering online to clarify that they can do this and that they would be able to deliver to a 3rd floor flat. I was told that while an assessment needs to be done on the day by the delivery team, there should be no problem. My mother is unwell so I had to travel to hers to receive the delivery, hence why I needed to make sure the delivery would be smooth. 1st attempt The delivery team didn’t fancy it. I got a call from AO to say that the delivery team didn’t think it was safe to deliver up the stairs. But they would reschedule the delivery in the hope that another team wouldn’t be so work shy. To put into context, the flat has appliances as do all the hundreds of flats in my mum’s estate and all the flats in London and the UK that do not have a lift. They must have been delivered somehow. Currys had just delivered a washing machine a couple of days before with no issue. So this delivery team that works delivering appliances in London with its many flats without lifts just couldn’t be bothered this time. AO apologised to me, saying this was rare but they couldn’t force the team to do it. While I wasn’t happy, I accepted the reschedule only because AO seemed to be the only firm that said they could deliver up stairs and replace gas with electric. 2nd attempt I called AO in advance again to make sure there would be no issue. The representative clarified that there wouldn’t be a problem disconnecting a gas cooker and replacing it with electric. He clarified that they can do stairs without a lift, subject to review on the day. On the day of the delivery, the delivery team called on route. He asked if there was a lift. I said no (so he didn’t get my note then). He then queried what my existing cooker was. I said gas. He said he wasn’t a gas safe engineer so couldn’t disconnect it. SO WHY DID THEY SEND HIM!!! he apologised and said there was no mention of a gas cooker on his instruction. When I spoke to someone from AO, they said there was no mention of a gas cooker on the delivery instructions. This despite the fact that when we order an installation and replacement, you are clearly asked what the existing connection is! I cancelled my order with AO, they mucked me about twice. In the end I got an independent gas safe engineer to disconnect the existing gas cooker, then I ordered an electric cooker from Currys. They delivered up the stairs and took away the old gas cooker without issue. I will never order from AO ever again.
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